Senior Support Engineer

Job Title: Senior IT/Telecoms Support Engineer

Location: Bristol / Hybrid

Salary: £28,000 - £32,000

Peaple talent are looking for a Senior IT/Telecoms Support Engineer to join a dynamic and customer-focused support operations team. In this role, you will support various partner platform technologies that transform how our customers engage with their end-users and employees to deliver a great experience.

Key Responsibilities:

• Serve as a technical expert in the core partner platforms, providing coaching and advice to Support Apprentices and Engineers.

• Offer best practice recommendations and answer technical questions from customers, enabling them to maximize their solutions.

• Troubleshoot and resolve incidents on various hosted service platforms to support their customers.

• Escalate customer service incidents to partner channels while maintaining key SLAs.

• Attend Customer and Partner review meetings and deputise for the Head of Support when required.

• Scope and configure further enhancements to deployed solutions for customers.

• Work with CXi, Zendesk, Amazon, and Shared Services Practices to deploy customer solutions when required.

• Develop and deliver training on core partner platforms to customers.

• Configure and maintain internal IT systems, staff laptops, and peripheral equipment.

Requirements:

• Customer-focused with a proven track record in providing excellent customer service.

• Excellent written and spoken English, with experience in managing senior/executive customer stakeholders.

• Formal certification and a minimum of two years of experience with Zendesk or NICE Cxone platforms OR equivalent experience in an IT 1st or 2nd line Support role, ideally in an ITIL operations environment.

• Experience supporting Azure, AWS, or Office 365 instances.

• Knowledge and experience in managing hosted/cloud-based technologies.

• Strong understanding of the telecommunications industry and technical deployments.

Additional Information:

• Location: Bristol office with 3 days onsite and 2 days working from home (08:30-17:30).

• On-call rota: Included in the team’s on-call schedule, likely to be 1 week in 6.

• The successful candidate must meet Government SC clearance requirements.

• Training on a wide range of Partner technologies is provided.

If this role interests you, please apply below!